475 views
Verified Reviewer

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

New Reviewer
4 comments

Disney stated that after destoying a two tear engagement cake, that they feel appropriate compensation was offered....To this date, no resolution......On December 19, a Disney employee entered our room hitting the door so hard it destroyed a two tear enagagement cake. What they offered three days later in replacement for a 450.00 cake and our time lost was an ice cream social or a local publix cake. They stated that this offer should have made our trip magical. Little hard to have a party and invite people back three days later.

Our response...On January 26, 2012, you provided the following information:

(The consumer indicated he/she DID NOT accept the response from the business.)

We do not accept this response. They offered an ice cream social (Disney ice cream prices are about three dollars a person)or a local Publix cake. A less value basic two tear cake with filling at Publix was quoted at 129.50. This is not an appropriate compensation for a two tear $450.00 engagement cake/wedding cake we ordered from Disney and the three days we lost dealing on our trip with this issue.

There were two issues with this cake.

The first was resolved before our December 19th arrival on November 9, 2011 by Leslie Smith. The reason for this issue is that,Disney tried selling a cake that had custard filling and it was brought to our attention by a head decorator that it could cause food poisoning because DISNEY could not guarantee proper transport of this cake. I was advised to change the filling. After not only speaking to the decorator,we looked on line and found confirmation about custard filling causing food Food Poisoning if not refrigerated properly.

Causative Organism, B. Typhi-Murium

J. C. Geiger and A. B. Crowleyoisoning Due to Custard Filled Pastry: Report of Outbreak

We also contacted the health department who did an inspection he did confirm that he had to educate the bakery on proper transport.

After many hours of trying to make contacts I finally contacted the Presidents office and it was directed to Leslie Smith who came to a resolution because of the health issues of this cake oreded...She stated that it could not be transported correctly and this is what Disney will do... This is the first part of letter Dated Nov 9 ..."Dear Ms. Lace,

Thank you for speaking with me about your December wedding and visit to Disney's Pop Century Resort.

Again, I am truly sorry for the frustration and disappointment you have experienced with trying to complete your wedding cake arrangements with our Chefs....."

This is the second issue that was never resolved.....We arrived for our trip on December 19. When we came back from dinner for our celebration...this cake was destroyed after a Disney Employee entered the room hitting the door so hard that the topper fell down the side of the cake. The top tier of the cake was damaged with parts on the room's floor.

What Disney offered for compensation of the two tier engagement/wedding cake, was an ice cream social in the Pop Century food court with 3.00 Desserts times thirteen of us (Here is their prices from on line)

Assorted Sundaes - Assorted Sundaes $3.99 - $4.99

Chocolate Marshmellow Cheesecake - Chocolate Marshmellow Cheesecake. - $3.59

Double Chocolate Cake - Double Chocolate Cake - $3.59

Freshly Baked Cookies - Priced individually. - $1.99

Hand Dipped Ice Cream - Choose your flavor. - $2.69

Tie-Dyed Cheesecake - Tie-Dyed Cheesecake - $3.59

Twinkle Tiramisu - Twinkle Tiramisu - $3.99

Drinks

The price at Publix for this cake with filling is 129.50. This is not acceptable. This was a 450.00 cake and we lost not only our emotional losses over this, but three days in dealing with this. We never even ate the cake. The event was over. We spent three days dealing with this issue with no return calls for resolution from Leslie who was handling the cake issue. When we arrived back, we were told we were compensated for the cake originally (the food poisoning issue)!. Apparently they believe since they "comped" the cake because of their negligence, they felt free to destroy our cake after it was given to us without any responsibility other than under their terms of how our celebration was to be handled,. Disney offering us an ice cream social or a publix cake was only to make our experience magical;. I again stated that the event can not be replaced, but the cake had a value and we spent three days dealing with the destroyed cake issue?. They said that we turned down an ice cream social or a publix cake.. That was all they were going to do.. If we had wanted a Publix Cake or an Ice Cream Social, we would have planned that event originally:. What is the definition of "magical?" Is that defined by their terms or that of the customer? Even their customer service manager stated that a Publix cake would not be same quality as a cake produced in a Disney bakery!. And we are suppose to be grateful for this offer? If a survey were to be conducted, I seriously doubt that other Disney customers would find Disney offer as "appropriate compensation."

Location: Dallas, Texas

Do You Have Something To Say ?
Write a review

Comments

chat-icon

Please avoid publishing any personal information and promotional content

You will be automatically registered on our site. Username and password will be sent to you via email.
Post Comment
Guest

disney is most def about the money. Very sorry for your experience.

One day it will turn into a funny story hopefully.

I hope some time AFTER Disney fixes it. Thanks for the add'l info.

Guest

Disney still to date never cared. My grandchild even asked the other day why they broke the cake.

To those reading this, it may seem silly all over a cake, but the cake was a big part of the celebration. My family and I really don't care to ever return to Disney. It amazes me that Disney did not even care. It was not about getting something for free, it was about that this employee was careless and really did ruin the main celebration.

Even Mr. Staggs could care less. If we wanted another cake, we could have ordered it for 100 not 450. Well for those of you deciding to get married at Disney, I would not.

I would recommend Fulton's crab House. It is much cheaper and right there. We cancelled our wedding at Disney over this. Fulton's is friendly.

They only charge 400 to use the facility. It is really beautiful. You can book the Disney dinning plan and have a great dinner at a resonable price. Goodings will deliver a cake or flowers to your room for 25.00.

I wish we had done this origianally. We have gone to Disney for over 30 years. It was a Legacy for our family, but this was our last trip. I caution any others to go to Disney, but do not use them for cakes, or plan a wedding at Disney.

It is overpriced. Obviously, they felt a local grocery store named Publix could replace the cake.

Why not pay 19 vs 450? Why not use Fultons for 400 instead of 5000 for a slab to have your wedding on?

Guest

I would call every day until they fixed it. I had previous problems with a restaurant at Disney.

They did not do anything either. I just won't return.

Disney has gone downhill. There customer service is bad.

Guest

Magical is what Disney is suppose to be. They did not make this magical.

I would be upset too. How could they even think a grocery store cake or ice cream could replace the cake? Also, why did an employee not get in trouble for entering the room and destrying the cake? Why did this issue not get resolved to your satisfaction while on your trip?

It is your event, not theirs. Why did Mr.Staggs not resolve this? There were health issues, and they belittled your event.

I would be sooooooooooooooo upset. Sounds like employees should get fired.

Walt Disney World Reviews

  1. 114 reviews
  2. 81 reviews
  3. 59 reviews
  4. 16 reviews
  5. 7 reviews
Walt Disney World reviews